Launch Youniversity

Turning Good Intentions into Reality in Your Career, Business and Life

customer x

071: Customer Experience, Culture and Scaling with Chicken Salad Chick’s Scott Deviney

by Leave a Comment

Chicken Salad Chick on the Launch Youniversity Podcast
The Launch Youniversity Podcast
071: Customer Experience, Culture and Scaling with Chicken Salad Chick's Scott Deviney
Loading
/

Summary:

Welcome to Episode 71 of The Launch Youniversity Podcast. On this episode, Kevin talks with Chicken Salad Chick CEO Scott Deviney. Chicken Salad Chick has grown remarkably under Scott’s leadership, and today he’s sharing his wisdom on culture, customer experience, scaling franchise locations and more. We hope you find Scott’s advice as fascinating and inspiring as we did.

Links + Resources:

Chicken Salad Chick

The Advantage by Patrick Lencioni

Elevator Pitch | Minimum words, Maximum results

Free Personal Brand Assessment

DISC Personality Assessment

Three Takeaways:

1. It’s not just about the product, it’s about the people and experience. 

Your product is important, but your product alone won’t keep you in business if your customers have a bad experience. Chicken Salad Chick isn’t successful just because they make great chicken salad (though, they do!). It’s also because they provide fresh food in a clean space with friendly and helpful team members.

2. Business mentors will show up at the right time. 

One of most-asked questions we get at Launch Youniversity is: How do I find a mentor? Mentors are incredibly important on the entrepreneur’s (lonely) journey. Scott’s advice is to stop stressing about when and how. Instead, focus on building genuine relationships with other business owners, entrepreneurs and members of your community. One day you’ll look up and realize you have several mentors in your corner.

3. Sales and growth don’t solve all your problems. 

Scott realized that in order for CSC to reach its full potential, they needed to focus on culture and hiring. To focus on culture and hiring, they needed to slow down on selling franchise locations for a season of time. If there are cracks in the foundation of your business, more sales might lead to more problems. You don’t need to slam on the breaks, but you can tap on them.

029: What Working for Tony Robbins, Oprah Winfrey and Dave Ramsey Taught Kevin Jennings About Creating Customer Experiences

by Leave a Comment

What Working for Tony Robbins, Oprah Winfrey and Dave Ramsey Taught Kevin Jennings About Creating Customer Experiences
The Launch Youniversity Podcast
029: What Working for Tony Robbins, Oprah Winfrey and Dave Ramsey Taught Kevin Jennings About Creating Customer Experiences
Loading
/

Summary:

Kevin is our resident creative-visionary here at Launch Youniversity. In addition to being part of the Launch Youniveristy team, he’s a husband, new father, digital strategist and founding CEO of a marketing agency.

Kevin has had the opportunity to work with some of the most well-known personalities on the planet. As you might suspect, Tony Robbins, Oprah Winfrey and Dave Ramsey are masters at caring for their customers and cultivating a valuable customer experience. Kevin has had a front-row seat to it all and he’s joining us today to share his lessons learned.

Welcome to episode 29 of the Launch Youniversity Podcast.

Links + Resources:

Kevin’s Marketing Agency Junction 32

Kevin on Twitter

Tony Robbins’ Website

Oprah Winfrey’s Website

Dave Ramsey’s Website

Basecamp

Harvest Time Tracking

Three Takeaways:

1. Add value first, sell second.
Tony Robbins’ philosophy is that he wants to add value to each persons’ life as fast as he can. This isn’t something limited to purchasing customers. Tony wants to add value to any person that comes in contact with his brand. This might be a free book chapter download from his website, an inspirational Instagram image or a blog post. If you’re first adding value to people’s lives, eventually selling a product will be a whole lot easier.

2. Know your customer’s pain points.
Even though Dave Ramsey is the CEO of a 500+ person company, he also has a radio show where he spends hours each day just talking to his customers about the pain points they’re facing. Talking to customers each day gives Dave an instinctual knowledge about what his people need (and what they don’t need). It’s not uncommon for CEOs to be out-of-touch with their customers, so they make decisions without any empathy for their customers. Empathy is the secret ingredient that Dave Ramsey and his team have mastered.

3. Turn your casual customers into raving fans.
Something that Tony, Dave and Oprah have all done successfully is turn their customers into their biggest fans. This happens when you continually get to know your customer and you continually serve their needs. This doesn’t happen when you think “okay, they bought my product.. so I’m finished with them.” Raving fans will evangelize your products or services to their friends, volunteer at your events and be your social media cheerleaders. But raving fans don’t happen naturally… they have to be nurtured.

 

028: Brad Lomenick on Launching Catalyst, Scaling Success and Being the Right Kind of Leader

by Leave a Comment

Brad Lomenick on Launching Catalyst, Scaling Success and Being the Right Kind of Leader
The Launch Youniversity Podcast
028: Brad Lomenick on Launching Catalyst, Scaling Success and Being the Right Kind of Leader
Loading
/

Summary:

If you’ve heard of the massively successful conference called Catalyst, then you’ve probably heard of Brad Lomenick. Brad was on the ground floor of launching the innovative leadership event and today he’s sharing the wisdom he gained through his experience there.

In addition to Catalyst, we’re talking to Brad about his book H3 Leadership: Be Humble. Stay Hungry. Always Hustle. We left this conversation with Brad feeling completely inspired, and hope that you’ll feel the same.

Welcome to episode 28 of the Launch Youniversity Podcast.

Links + Resources:

Brad’s Website and Twitter and Instagram

Catalyst

H3 Leadership: Be Humble. Stay Hungry. Always Hustle. by Brad Lomenick

LeaderCast

Three Takeaways:

1. Know who your audience is and invite them to the table.
The organizers of the Catalyst conference wanted to create a new type of event that reached next-generation leaders. So what did they do? They invited next-generation leaders to the table and spent time talking to them about their needs, ideas and goals for attending a conference. They didn’t ask conference veterans in their 40s and 50s what they thought would work. They hyper-targeted all of their research, planning and decision to the specific group of people that they wanted to serve.

2. What do you do after a successful launch? Go back to step one.
One of the reasons that Catalyst has scaled so well is because—even during their busiest, most successful seasons—they went back to step one in the Launch Loop: Understand. They never stopped trying to understand the problems they were solving and what their audience needed.

3. You honor people by asking for their help.
As launchers and leaders, we often tell ourselves that either: 1. We don’t need help, or 2. People are busy and will be bothered if you ask for help. Almost 90% of the time, you’re wrong about both. It takes wisdom and humility as a leader to know when you need another voice speaking into an idea or giving you honest feedback. Also, you’ll be surprised at how much other people are excited to help you. When you ask people for help, you are telling them that their opinion matters a lot to you, and by listening to them you honor them in the process.